Web Summary/Detail Reports Fail with Web Browser Script Error: 'rpt_top' undefined

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

When running the Web Summary/Detail Reports from Service Desk, the reports fail to generate and a blank screen is received with a web browser script error:

User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64;

Trident/4.0; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR

3.0.30729; Media Center PC 6.0; .NET4.0C; OfficeLiveConnector.1.3;

OfficeLivePatch.0.0; .NET4.0E; InfoPath.3; AskTbFWV5/5.12.2.16749)

Message: 'rpt_top' is undefined

Line: 3

Char: 1

Code: 0

URI: http://<ServiceDesk URL>/CAisd/scripts/report_includes.js

Solution:

In most cases, the root cause is the incomplete application of r12.5 CA SDM CUM#1. Specifically the following steps are not performed after the installation of RO27429:

1. The following files will be copied to $NX_ROOT\patches folder after applying RO27429 successfully:
   
   RO27421.CAZ
   RO27422.CAZ
   RO27423.CAZ
   RO27424.CAZ
   RO27425.CAZ
   RO27426.CAZ
   RO27427.CAZ
   RO27428.CAZ
   
   
2. Based on the language being used with Service Desk, select the appropriate patch to apply via APPLYPTF to complete the entire CUM#1 cumulative patch installation:
   
   RO27421.CAZ for English
   RO27422.CAZ for German
   RO27423.CAZ for Spanish
   RO27424.CAZ for French
   RO27425.CAZ for Italian
   RO27426.CAZ for Japanese
   RO27427.CAZ for Brazilian Portuguese
   RO27428.CAZ for Simplified Chinese
   
   
3. Run 'pdm_configure' (Do not select 'Load Default Data').
   
   
4. Clear web browser cache

Environment

Release:
Component: ARGIS